Agent efficiency, automation, and operational insights
Introducing the next generation of online communities. Read the announcement
So much has changed in the last year. And we’ve been hard at work to change with the rapidly evolving world — especially for the contact center.
As hard as it may be, take a very brief moment to think back to Spring 2020. Now think about life today. Seems like forever, right? Actually, that was just a year and a half ago — but a lot has changed in that short time. Technology has been advancing faster than ever before, and the Khoros platform is no exception.
As part of this year's Autumn Innovation Release, we’ve made it more painless than ever to build AI-powered chatbots, connect with your peers, create simple and secure interactions, and ultimately build trust with your customers and prospects.
As always, we’re really excited about the growth and improvement of our platform. Here are a few of the highlights of an amazing fall innovation launch.
Although this is only available for early access customers right now, it merits going first. The Khoros platform now enables non-technical employees to easily customize chatbots, no coding necessary. This means the ability to build more efficient customer service flows to connect people and knowledge more quickly — all in the hands of the people on the front lines of communicating with your customers.
And, speaking of customer care, did you know that only about 18% of contact centers offer a seamless experience on all channels? As always, the Khoros platform can streamline incoming messages from every channel, making agents more efficient and improving customer experience. With this capability in addition to our new self-service chatbot platform, your digital contact center will be ready to take on any challenge.
Community Events on the Khoros platform just hit a new level. We know you’ve probably been on Zoom quite a bit in the past 18 months (so have we!) and now we’re bringing the power of Zoom to community events. Easily embed Zoom meetings or webinars into events so people can watch and interact live via Zoom chat, Q&A, or emojis — and continue threaded discussions and network via the Community. Bringing the world of live video together with Community Events helps recapture that lost informal interaction that was the best part of in-person events.
Listen up, digital contact center folks! Ever had to get some secure information (an account number, a birthdate, etc.) from your customers during a customer service interaction? It used to be a real pain to do so securely — but not anymore. With secure forms in the Khoros platform, agents can easily collect sensitive data without the security concerns that come with your typical communication channels. They don’t even have to leave the messaging channel to do it. This one is also just for our early access customers — for now.
This new feature for Communities built on the Khoros platform gives superusers (or whoever you choose) the option to escalate a question or comment to the right person who knows how to respond. That’s right: even the community superusers we love so much sometimes don’t know the answer to a question, but they can still help you cut down on time and increase customer satisfaction by directing inquiries where they need to go. This is the same feature that Sky UK used to escalate inquiries in their community, contributing to their impressive 82% CSAT score.
The best part? This type of escalation is flexible! You can choose to escalate posts that haven’t been answered for a certain time, posts where AI detected profanity or abuse, or even posts from first-time community members or special customers. With private message escalation, there are so many new ways to flexibly handle a wide variety of customer posts with specific resources.
While so much is changing in our rapidly advancing, more-unified-than-ever-before platform, there’s a lot that will remain the same about the Khoros we hope you’ve come to know and love. Our commitment to our customers — not just during but after the sales cycle — is unrivaled by our peers in the customer engagement space. Our Strategic Services and Product Coaching teams are with you every step of the way to ensure that you squeeze every last drop of utility out of the Khoros platform.
And, as always, we’d be remiss if we didn’t say a big thank you to all our past, present, and future customers for helping us bring the innovations that have kept Khoros at the forefront of customer engagement for over twenty years. We can’t wait to keep pushing technology forward!